Refund Policy

This Policy explains when LLC.in.ua refunds amounts paid, when it does not, and how to submit a request. It forms an integral part of the Terms of Use and Public Offer and applies to every order placed on the Platform.

All amounts and refunds are handled in euro (EUR) — the currency in which the original payment was made.

The underlying principle is simple: we refund when everything on your side was done correctly, the payment went through, and we did not deliver the service. Where a service cannot be delivered because of circumstances relating to you, your business or the owners, no refund is given — instead you receive the right to resubmit the application free of charge.

You are entitled to a refund of the amount paid where all of the following apply:

• the payment went through and was settled;
• there is no obstacle on your side: the data was provided fully and accurately, requested documents were supplied, verification requirements were met, and no amounts are overdue;
• the service was not delivered for reasons attributable to us.

This covers, in particular:

• we did not begin performance within a reasonable time and did not agree a new timeline with you;
• we informed you that we cannot deliver the service you paid for;
• we discontinued the service on our own initiative in the absence of any breach on your side;
• force majeure lasted more than ninety calendar days and the agreement was terminated — in which case the price of services not actually delivered is refunded;
• you were charged more than the order amount by mistake, or charged twice for the same order.

No refund is given where a service cannot be delivered for reasons outside our control. In particular:

• the application was declined on review — irrespective of the ground for the decline;
• you, your business or any of the owners are subject to sanctions of Ukraine, the European Union, the USA or the UN Security Council, or other legal restrictions make servicing impossible;
• you or the owners failed identity verification or other checks, or refused to complete them;
• the data you provided proved to be inaccurate, incomplete or contradictory;
• you did not supply documents, signatures, a power of attorney or other cooperation needed for performance, or stopped responding;
• a state registrar, notary, bank, payment system or other third party refused for reasons unconnected with improper performance on our side;
• you changed your mind about registering the company or using the service after performance began;
• a breach of the "Prohibited use" section of the Offer was established;
• state charges, notary fees and other payments to third parties have already been made — such amounts are not refundable to the extent of the costs actually incurred;
• the work has already been performed, in whole or in part — to the extent performed.

These rules do not limit your mandatory rights as a consumer — see "Consumer right of withdrawal".

A decline on review is not a ground for a refund, because the work of reviewing, screening and preparation has already been done.

Instead of a refund you receive the right to resubmit the same application free of charge:

• the company returns to draft status;
• the manager's previous assignments are cleared;
• you can correct the data and submit again without a second charge;
• there is no limit on the number of resubmissions.

The manager must state a reason for the decline, and it is shown to you in the dashboard verbatim, so that you know exactly what needs to be corrected.

If you believe a decline was mistaken, write to us — we will review the application again with a different member of staff.

Recurring services are paid for in advance for a defined period.

• Removing a service or cancelling a subscription takes effect at the end of the paid period. Until that date the service remains fully active and paid for.
• No proration, partial refund or credit for the unused remainder is given. This applies both to cancellation at your initiative and to changes in the composition of the subscription.
• Adding a recurring service mid-period is charged separately; the previous arrangement is replaced only after confirmed payment.
• If a renewal payment fails, the subscription moves to a "failed" status and delivery of recurring services stops. Amounts paid for earlier periods are not refunded.

We deliberately do not apply proration: the price of a period is fixed, and you always receive the full period you paid for.

If you are a consumer — a natural person ordering services for purposes unrelated to business activity — the law gives you additional rights, which this Policy does not limit.

In particular, Article 13 of the Law of Ukraine "On Protection of Consumer Rights" provides a right to withdraw from a distance contract within fourteen days.

However, that right is lost where performance has begun with your express consent before the period expires. By paying for an order on the Platform you expressly give that consent and confirm that you are aware the right of withdrawal is lost once performance begins. The corresponding notice is shown to you on the payment screen.

If performance has not yet begun, you may exercise the right of withdrawal within fourteen days and receive a full refund. If performance has begun but is not complete, the amount paid is refunded less the value of the part of the service actually delivered and any costs incurred in favour of third parties.

If you are in the European Economic Area, or in another country whose law gives you a higher level of protection, the mandatory rules of your country of habitual residence apply to the extent they are more favourable.

Requests are submitted in the customer dashboard:

• open Orders & Subscriptions → Orders at https://llc.in.ua/dashboard/billing/orders;
• find the relevant order and select "Request a refund";
• choose the services the request concerns and describe the reason.

Submitting from the dashboard is the preferred route: your identity is already confirmed by signing in, and the order and payment details are attached automatically, so the request is handled faster.

If you cannot access the dashboard, send the request to support@llc.in.ua, stating the email address used for the order, the order identifier or date, the services concerned and the reason.

A request may be submitted within twelve months of the payment date.

We acknowledge the request and tell you our decision within fourteen calendar days of submission. If further information is needed to decide, we will ask for it and that period pauses until you reply.

An approved refund is executed within fourteen calendar days of approval.

If a refund is refused, we state the reason with reference to the relevant section of this Policy.

Refunds are made by the same method used for payment — to the same payment card via Stripe or LiqPay. We do not refund by another method or to a third party's details.

Please note:

• the funds actually reaching your card depends on your bank and may take up to ten further banking days after we initiate the refund;
• payment system and bank fees, and exchange differences arising from currency conversion by your bank are not compensated by us, as we are not their recipient;
• where a refund is partial, the amount stated in the decision is returned and the remainder of the payment stays applied to the services delivered.

Where an order contained several services and only some were not delivered, the price of the undelivered services is refunded at the prices recorded in the order.

Deducted from the refund are: the value of work actually performed, and state charges and other payments to third parties that have already been made and are not recoverable by us.

Before initiating a chargeback with your bank, please contact us first — most situations are resolved faster in direct conversation.

Initiating a chargeback does not deprive you of your rights under this Policy, but we are entitled to provide the payment provider and the bank with documents and records evidencing delivery of the services, including the order history, correspondence and technical payment records.

If a chargeback is found to be unjustified, we may suspend servicing until the matter is resolved.

Write to us again with an explanation — your request will be reviewed by a different member of staff. If that does not resolve matters, the dispute resolution procedure in the Terms of Use and Public Offer applies: a claim is considered within thirty calendar days and, failing agreement, the dispute is referred to the competent court of Ukraine.

A Customer who is a consumer retains the right to bring proceedings at their place of residence and to approach consumer protection authorities.

We may update this Policy. The current version is published on this page with the date of update and takes effect ten calendar days after publication. Orders already paid are governed by the version in force at the time of payment.

Neutrome Labs LLC, State of Delaware, USA, file number 10217901, address Governors Avenue 1111B S Dover, DE, 19904 US.

Individual entrepreneur Bondarenko Roman Hryhorovych, tax number 3643300456, address vul. Kostenka 27, Kriviy Rih, Dnipropetrovska obl., 50065, Ukraine.

Email: support@llc.in.ua.